RFI for Medicaid SNAP Call Center

The Louisiana Department of Health (LDH) is seeking information from qualified entities to design, develop, and implement a fully functional customer service contact center for Medicaid and SNAP programs. The contact center should provide responsive, accurate, and culturally competent services to residents across all LDH programs. The desired solution should include artificial intelligence, telephonic, chat, and electronic support channels, as well as multilingual and culturally competent customer assistance. The scope of services includes accepting applications and renewals, processing returned mail, responding to public inquiries, and managing an AI Interactive Voice Response (IVR) system. Some key requirements and features of the contact center include: • Implementing a unified customer service approach for Medicaid and SNAP customers • Improving accessibility and efficiency for LDH customers statewide • Strengthening program integrity and compliance • Enabling LDH to respond rapidly to emergencies, policy changes, and high-volume events • Providing a consistent, data-driven approach to customer service across all LDH programs • Maintaining performance metrics that demonstrate efficiency, accuracy, and service quality • Implementing administrative, physical, and technical safeguards for all Protected Health Information (PHI) and Personally Identifiable Information (PII) • Creating a seamless, unified customer service approach for Medicaid and SNAP customers